Job Details
Skills And Tools:
Job Description
Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Job Requirements
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Ability to diagnose and troubleshoot basic technical issues
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Additional certification is a plus
